Method and apparatus to increase personalization and enhance chat experiences on the internet

ABSTRACT

Non-transitory computer-readable media and method for conducting an Internet chat session between an associate device and a client device are disclosed. A chat is enabled between the associate device and the client device in accordance with at least one chat persona. The associate device is instructed to display a plurality of response recommendations wherein the plurality of response recommendations is developed iteratively in response to messages received from the client device, in accordance with the at least one chat persona, and using machine learning of prior chat logs.

CROSS REFERENCE TO RELATED APPLICATIONS

The present application is a continuation of Stoehr et al., U.S. patentapplication Ser. No. 15/090,004, filed Apr. 4, 2016, and titled “METHODAND APPARATUS TO INCREASE PERSONALIZATION AND ENHANCE CHAT EXPERIENCESON THE INTERNET,” which in turn claims benefit of U.S. ProvisionalPatent Ser. Application No. 62/142,768, filed Apr. 3, 2015, and of U.S.Provisional Patent Application Ser. No. 62/232,859, filed September 25,2015, both of which are titled “METHOD AND APPARATUS TO INCREASEPERSONALIZATION AND ENHANCE CHAT EXPERIENCES ON THE INTERNET.” Theentire contents of all of these applications are incorporated herein byreference.

TECHNICAL FIELD

The present invention relates to a computer-implemented method andapparatus for chatting and, more particularly, to a method and systemfor beginning a chat session over a network such as the Internet.

BACKGROUND OF THE INVENTION

Website operators often use their web pages as portals for ecommerce. Inattempting to better sell and market, considerable effort is often usedto personalize the website to better suit different visitors. Oneapproach is to provide an online chat system to the visitor. A chatsystem is the means through which chat, along with, for example, one ormore of images, videos, and software programs, are sent bi-directionallybetween senders and recipients. Most notably such a chat system includes(i) instantaneous or near-instantaneous bidirectional transmissionbetween at least one chat agent and one or more chat clients via one ormore chat servers, and (ii) a network of occasionally-connected devicesthrough, for example, the Internet. The term “chat server”, as describedherein, refers broadly and inclusively to one or more connectedcomputers that collect(s) information derived from chat and chat systemsand distribute(s) chat systems' information to servers, other chatservers, and/or electronic devices, for purposes that may includebusiness development solutions. Connecting a client computer orelectronic device through a network or chat server computer can betermed a “chat client.” The term “chat agent” refers to a user of thechat system for the purpose of business development including targetedsales, marketing, information, or customer support services.

One increasingly popular approach to chat systems connects a chat clientto a chat agent via a network of connected devices and chat servers forthe purposes of business development solutions. “Chat agent work” mayinclude work using a computer with real time network communications anda chat server with an occasionally-connected augmented dashboard.Through connection to one or more chat servers, an agent participates inthe chat system for mostly business development purposes.

Business development solutions may also include the use of an augmenteddashboard which, when occasionally connected to a chat server orservers, can format and send data or information corresponding to chatclient and/or chat agent user behavior patterns taking place during achat or within chat system participation that includes (but is notlimited to) internet browsing activities and information or data thatmay or may not promote business development solutions. The purpose ofsuch chat sessions may include the service of customer-to-businesselectronic communications via the Internet. The chat client preferablyconnects to a chat agent computer (and/or server) running a softwareapplication or augmented dashboard including a web browser allowing oneuser to chat with another user bi-directionally, namely a chat agentcommunicating with one or more chat clients as part of a chat system.Communication via a chat server between chat agent and chat client ispurposed to provide business development solutions that may includecustomer service solutions alternative to call centers.

While a typical phone call center may promote business developmentincluding customer service solutions, it is not designed to deliver thetype of personalized experience a customer experiences when in thepresence of a personalized shopper or in-store specialist that istypical of a brick and mortar shopping experience. Additionally, currentchat systems restrict the start of a chat or chat system communicationbetween a chat client and a chat agent. The restriction includesstarting chat proactively or starting chat through controls such asbuttons, widgets, or menu items. The chat client's decision to select tostart communication via a chat system may route a chat to any chat agentwhereby all available chat agents may handle any and all chat clientissues without consideration of the specific issues, desires, and/orneeds of a chat client. It would be desirable, therefore, to providepersonalized techniques to the online chat experiences using chat andchat systems whereby the chat client selects to chat with a personalshopper or specialist chat agent from (preferably) a list, menu, and/orwidget that displays and or contains information specific to the needs,desires, or issues of the chat client.

SUMMARY OF THE INVENTION

According to one aspect, a non-transitory computer-readable medium hasprogramming stored therein which, when executed, undertakes steps forconducting an Internet chat session between an associate device and aclient device that includes enabling a chat between the associate deviceand the client device in accordance with at least one chat persona andinstructing the associate device to display a plurality of responserecommendations. The plurality of response recommendations is developediteratively in response to messages received from the client device, inaccordance with the at least one chat persona, and using machinelearning of prior chat logs.

According to another aspect, a non-transitory computer-readable mediumhaving programming stored therein which, when executed, undertakes thesteps for conducting an Internet chat session that include instructing aclient device to display a plurality of chat personas, receiving aselection of a chat persona from the plurality of chat personas and achat request from the client device, enabling communication by instantmessaging between an associate device and the client device, andinstructing the associate device to display a plurality of responserecommendations. The plurality of response recommendations is developediteratively in response to messages received from the client device, inaccordance with the at least one chat persona, and using machinelearning of prior chat logs.

According to a further aspect, a method of undertaking an Internet chatsession between an associate device and a client device includes thesteps of enabling a chat between the associate device and the clientdevice in accordance with at least one chat persona and instructing theassociate device to display a plurality of response recommendations. Theplurality of response recommendations is developed iteratively inresponse to messages received from the client device, in accordance withthe at least one chat persona, and using machine learning of prior chatlogs.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic block diagram illustrating an embodiment of thepresent invention;

FIG. 2 is a schematic block diagram illustrating an embodiment of thepresent invention;

FIG. 3 is a flow diagram of a routine that enables customization of themenu of indicated actions;

FIG. 4 is an illustration of the menu of indicated actions;

FIGS. 5a, 5b, 5c, and 5d are wireframes that display an embodiment ofthe menu of indicated actions in the present invention; and

FIGS. 6a, 6b, 6c, and 6d are screenshots that display an embodiment ofthe menu of indicated actions in the present invention.

DETAILED DESCRIPTION OF THE PRESENTLY PREFERRED EXEMPLARY EMBODIMENTS

The present invention provides a method and apparatus for personalizedchat sessions over a network in a client/server environment preferablyusing an instant messenger. The present invention provides a manner inwhich a Web site can be configured for personalized chat sessions andinter-operation with an instant messaging system. Preferably, a visitorvisits a site using a client device and is presented a menu of indicatedactions which may be tailored to the specific visitor. The menu ofindicated actions will include requests to chat with identified personasrouted through a chat server using an instant messaging system availablethrough the client device. The presented menu of indicated actions andidentified personas includes information about the personas so that thevisitor may best address their personal needs through the chat sessions.

A “device” in this specification may include, but is not limited to, oneor more of, or any combination of, processing device(s) such as, a cellphone, a Personal Digital Assistant, a smart watch or other body-bornedevice (e.g., glasses, pendants, rings, etc.), a personal computer, alaptop, a pad, a cloud-access device, and/or any device capable ofsending/receiving messages to/from a local area network or a wide areanetwork (e.g., the Internet), such as devices embedded in cars, trucks,aircraft, household appliances (refrigerators, stoves, thermostats,lights, electrical control circuits, the Internet of Things, etc.).

As used herein, a “server” may comprise one or more processors, one ormore Random Access Memories (RAM), one or more Read Only Memories (ROM),one or more user interfaces, such as display(s), keyboard(s),mouse/mice, etc. A server is preferably apparatus that providesfunctionality for other computer programs or devices, called “clients.”This architecture is called the client-server model, and a singleoverall computation is typically distributed across multiple processesor devices. Servers can provide various functionalities, often called“services”, such as sharing data or resources among multiple clients, orperforming computation for a client. A single server can serve multipleclients, and a single client can use multiple servers. A client processmay run on the same device or may connect over a network to a server ona different device. Typical servers are database servers, file servers,mail servers, print servers, web servers, game servers, applicationservers, and chat servers. The servers discussed in this specificationmay include one or more of the above, sharing functionality asappropriate. Client-server systems are most frequently implemented by(and often identified with) the request-response model: a client sends arequest to the server, which performs some action and sends a responseback to the client, typically with a result or acknowledgement.Designating a computer as “server-class hardware” implies that it isspecialized for running servers on it. This often implies that it ismore powerful and reliable than standard personal computers, butalternatively, large computing clusters may be composed of manyrelatively simple, replaceable server components.

The servers and devices in this specification typically use the one ormore processors to run one or more stored “computer programs” and/ornon-transitory “computer-readable media” to cause the device and/orserver(s) to perform the functions recited herein. The media may includeCompact Discs, DVDs, ROM, RAM, solid-state memory, or any other storagedevice capable of storing the one or more computer programs.

In overview, a menu of indicated actions according to the presentinvention is preferably displayed on a client device display andprovides for personalized chat sessions, preferably using visitorprofile data and/or visitor persona choice. The visitor profile data maybe stored in a server system database memory and may correspond to avisitor identifier and/or prior visitor traffic and behavior on theserver system and/or other server systems of other commercial vendors.In one embodiment, the server system assigns a unique client identifierto each client system and/or each client device. The server system alsopreferably stores visitor specific information for various potentialvisitors which may or may not correspond to one or more client devices.The visitor-specific information may have been collected from a previousorder placed by the visitor, items placed in shopping carts, linksnavigated on the web page, cookies collected from other websites, priorchat sessions, and/or other records uniquely identifying the visitor.The server system preferably maps each client identifier to a visitorthat may use that client system to place a request to chat, and storesthe information in one or more client server database memories. Theserver system preferably maps the client identifiers to the visitor wholast placed a request to chat using that client system and/or device,and also stores the information in one or more client server databasememories. The chat server system preferably determines whether theclient identifier for that client system and/or device is mapped to aparticular visitor. If so mapped, the chat server system determineswhether to display a customized menu of indicated actions for the userto click-on to request a chat session. If not mapped (for example, wherethe visitor and or the client device is anonymous), then a default menuof indicated actions is preferably displayed. In some embodiments themenu of indicated actions may be adapted to the particular page or pagesthat the visitor has previously visited on the website, items placed inthe cart, and/or other actions the visitor takes or has taken.

FIG. 1 illustrates an embodiment of a system 100 for providingpersonalized chat sessions to a visitor of a client system. The system100 preferably includes one or more client devices 110, one or morewebsites or applications 120 (which may be hosted by (stored on) thechat server and displayed on the client device(s)), the associate(persona) device 129, the chat server system 130, and a network 140(e.g., the Internet). The embodiment of the system 100 in FIG. 1, forpurposes of illustration only, includes only a single website 120, asingle client (user, visitor) device 110, a single associate (persona)device 129 (which may comprise a display, keyboard, mouse, and one ormore processors), and a single chat server system 130. However, in otherembodiments the system 100 may include a plurality of client devices110, a plurality of websites 120, a plurality of associate devices 129,and/or a plurality of chat server systems 130. In certain embodiments,the chat server 130 is operated by the chat service provider; whereasthe websites 120 may be hosted separate from the chat server 130 in thatthey may be operated by different entities. In various embodiments,however, the chat system 130 and the website 120 operate in conjunctionto provide personalized chat services to visitors of the website throughthe client device 110. In this sense, the chat server system 130provides a platform, or backbone, which other systems, such as websites120, may use to provide personalized chat services and functionalitiesto visitors.

The client device 110 preferably comprises one or more computing devicesthat can receive input from a visitor and can transmit and receive datavia the network 140. For example, the client device 110 may be a desktopcomputer, a laptop computer, a smart phone, a personal digital assistant(PDA), a smart tablet, or any other device including computingfunctionality and data communication capabilities. The client device 110is preferably configured to communicate with the website 120 and thechat server system 130 via the network 140, which may comprise anycombination of local area and/or wide area networks, using both wiredand wireless communication systems.

In one embodiment, the client device 110 displays content from thewebsite 120 or from the chat system 130 by processing a markup languagedocument 116 received from the website 120 or from the chat system 130using a browser application 120. The markup language document 116identifies content and one or more instructions describing formatting orpresentation described by the markup language document 116. For example,the markup language document 116 preferably includes instructions forgenerating and displaying a web page having multiple frames that mayinclude text and/or image data retrieved from the website 120 and/or thechat system 130. In various embodiments, the markup language document116 comprises a data file including extensible markup language (XML)data, extensible hypertext markup language (XHTML) data or other markuplanguage data.

In one embodiment, the user device 110 also stores a cookie 114including data indicating whether a visitor using the client device 110is identified by the chat system 130. The cookie 114 indicates whetherthe visitor using the client device 110 is involved in an active sessionwhere the client device 110 exchanges data with the chat system 130,allowing modification of the data communicated from the chat system 130to the client device 110. The cookie 114 is also stored in the chatserver 130 database memory 136. Use of the cookie 114 in exchanging databetween the client device 110, the chat system 130, and/or the website120 is further described below in conjunction with FIG. 2.

The website 120 preferably comprises one or more web servers storing oneor more web pages 122, which are communicated to the client device 110using the network 140. A web page 122 included in the website 120typically comprises a markup language document identifying content andincluding instructions specifying formatting or presentation of theidentified content. In one embodiment, a web page 122 includes a widget124 comprising instructions that, when executed by a browser application112 of a client device 110, retrieve data from the chat system 130 anddisplay the information retrieved from the chat system 130. For example,the widget 124 may comprise an instruction associated with the chatsystem 130 that generates a frame within the web page that includesinformation from (and enables chat sessions through) the chat system130. Hence, the widget 124 allows a web page 122 from the website 120 toprovide personalized chat requests and personalized chat sessions usinginformation from the chat system 130 when the web page 122 is renderedand displayed by a browser application 112 of a client device 110.

The chat server system 130 preferably comprises one or more databases136 storing information about visitors, associates, websites, and clientdevices. That information may include identification informationcorresponding to one or more person(s) and/or device(s), prior visits bythe person(s)/device(s) to the chat server system 130, to the website120, to the web page 122, using the widget 124. The information may alsoinclude traffic metrics for the one or more person(s) and/or device(s),visits by the person(s)/device(s) to other related or non-relatedcommercial websites, and/or metadata obtained from the one or moreperson(s) and/or device(s) from prior or current Internet sessions.

The chat server system 130 also enables chat sessions with websitevisitors, which in some embodiments are performed through chat sessionsusing bidirectional instant messaging clients connected via the network140. In various embodiments, however, the chat system will be coupledwith a bot system that can be programmed to participate in the chatsession with the visitor through an instant messaging client 118 on theclient device 110. The chat system is further described below withrespect to FIG. 2. The widget 124 on the webpage 122, in conjunctionwith the chat system 130, preferably displays a menu of indicatedactions 116 on the client device for the visitor to connect with thechat system 130. The indicated menu of actions 116 preferably includes achoice of personas (e.g., FIG. 6b ) with which the visitor may engagewith in a chat session. The chat server system 130 facilitates thisconnection, and in one embodiment may dynamically generate the menu ofindicated actions 116 in response to information about the user asdescribed below with respect to FIG. 3.

FIG. 2 illustrates one embodiment of a chat server system 200 thatgenerates personalized chat sessions to a visitor of a client system ordevice 260. The chat system includes a chat routing system server 210, achat system database 220, and a personalization engine 230. The chatrouting system server 210 communicates with the chat system database 220and the personalization engine 230 to select a set of chat personas tosend to an associate client system and/or device 240 and/or a bot system250 which enable manual or automated chat sessions through the system toenable a connection with the visitor, for example through the instantmessaging system 118 on the client device 110 in FIG. 1. A bot system250 may be defined as a conversational agent that interacts with thevisitor using natural language sentences in accordance with a particularpersona. The chatbot includes a function that generates a naturallanguage message given a conversation context. The conversationalcontext is the sequence of messages up to a particular point in time ofthe dialogue as well as the metadata including the pages the visitor hasvisited, information about the visitor identity, the persona chosen bythe visitor, the query chosen by the visitor, as well as prior dialogueswith the visitor. The chatbot is in accordance with a particular personaif the natural language sentences produced by the chatbot areindistinguishable from sentences produced by a human agent adopting thatpersona. This persona may be achieved through hard coding of theresponses or through machine learning of the responses based on priorchat logs between visitors and human agents which adopt the personality.

The chat system preferably communicates with the client device system110 to enable personalized chat sessions that are controlled through therouting engine 210. The chat system database memory 220 preferablycontains stored information about previous chats 221, visitorinformation 223, and a mapping of visitors' identifiers to visitorinformation 222. The personalization engine preferably contains a chatpersona database 231. The chat persona database 231 stores informationrelated to chat personas that a visitor can potentially be presentedwith. The chat persona database 231 stores information related to chatpersonas that may include records of chat logs between visitors andparticular chat personas, the text/layout for display in the menu ofindicated actions, information for the augmented dashboard 242 whenusing the associate device 240, descriptions of the strategiesassociated with the persona, parameterization information for loadingthe personality into the chatbot. The chat routing system 210 preferablyqueries information from both the chat system database 220 and thepersonalization engine 230, and sends that data to associate device(s)240.

In some embodiments a visitor device 260 that has personalized chatenabled will send a visitor identifier to the chat routing system 210.On the Web page, in this embodiment, the visitor identifier may be inthe form of a “cookie”. The chat routing engine 210 preferably uses thevisitor identifier to map the visitor to a record in the visitordatabase memory 223. The visitor database memory 223 stores additionalinformation associated with the visitor previously obtained by the chatsystem 200. The chat system 200 obtains this additional information fromprevious chat sessions, visitor purchases, or any previous visitorinteraction with the chat system 200. Using this additional information,the routing engine 210 preferably selects a set of chat personas fromthe chat persona database 231. The chat persona database 231 storesinformation related to chat personas that could potentially be presentedto this visitor. The chat routing system 210 preferably sends to theclient device 260 the selected chat personas for display in a menu. Invarious other embodiments, the routing engine 210 displays a set of chatpersonas from the chat persona database 231 targeted for the particularWeb page or from a fixed set of available personas.

The client can request a specific chat persona from the list of personasdisplayed in the menu displayed on the client device 260. When thevisitor requests a specific chat persona, the chat routing system 210preferably connects the visitor to the requested chat persona and beginsa chat session. In some embodiments the chat is routed by the routingengine 210 to an associate device 240 operated by a member of a team ofassociates trained for that persona or personas. In various otherembodiments, a chatbot 250 fitting the persona can be described as aconversational agent that interacts with the visitor using naturallanguage sentences in accordance with a particular persona. The chatbotincludes a function that generates a natural language message given aconversation context. The conversational context is the sequence ofmessages up to a particular point in time of the dialogue as well as themetadata including the pages the visitor has visited, information aboutthe visitor identity, the persona chosen by the visitor, the querychosen by the visitor, as well as prior dialogues with the visitor. Thechatbot is in accordance with a particular persona if the naturallanguage sentences produced by the chatbot are indistinguishable fromsentences produced by a human agent adopting that persona. This personamay be achieved through hard coding of the responses or through machinelearning of the responses based on prior chat logs between visitors andhuman agents which adopt the personality and may be engaged in the chat.The chatbot emulates the persona based on adaptive natural languagegeneration. There are many possible messages sent out in the course of adialogue by an agent that would fit the prior dialogue context andassist in achieving the agent's goals. The persona is reflected on whichgoals are emphasized and what messages are preferred in the course ofgeneration. To emulate a persona said chatbot will select messages thatachieve goals congruent to the personality. The chatbot emulation of apersona is evaluated by means of human judges determining whether thedialogues produced by the chatbot mirror a human agent conversation withthe said persona closely. The associate or chatbot trained for thatpersona would interact with the visitor in a way that mirrors the waythat the selected persona would. For example, “Moira” is a persona for afashion industry client. She describes herself as minimal, classic, andchic. Her style icons are Kendall Jenner and Dannielle Bernstein, andshe is an expert in perfecting everyday glamour. Each of the associatesor bots trained as an expert on Moira's “team” preferably have the sameskillset, know how to recommend products like “Moira” would, and knowhow to talk and interact like “Moira” would. During the chat session,the chat routing system 210 will communicate with the associate device240. The chat routing system 210 queries the chat system database 220and the personalization engine 230 and pushes information about the chatsession to the associate device 240 which may use the information toprovide the augmented dashboard 242 with the identified persona so thatthe associate can provide assistance by mirroring the identifiedpersona.

The associate device 240 preferably includes an instant messaging client251 and an augmented dashboard 242. The instant messaging clientpreferably provides a means of communication between the associatedevice 240 and the visitor device 260. The augmented dashboard 242provides the associate information about the chat session including, butnot limited to key performance indicators such as, notifications,product recommendations, response recommendations, and informationrelating to visitor behavior including the specific pages a visitor isbrowsing on, how long the visitor has been on a site or on a page, avisitor's geographic location, previous history when visiting the site,the click behavior of the visitor, and predictive analytics based onthese clicks.

In some embodiments, the personas are crafted iteratively through thesemultiple chat interactions. For example, after the user selects thegiven persona, the suggestions from the augmented dashboard 242 and/orthe bot 250 are compared to the responses given by the visitor and thevisitor's behavior. Through an iterative learning process, the routingsystem server further refines the augmented dashboard 242 and/or the bot250 to produce responses that better meet the needs of visitors andguide visitors towards purchasing or other desired behaviors.

FIG. 3 is a flow diagram of a chat system that personalizes the menu ofindicated actions 116 for a visitor. To personalize the menu ofindicated actions 116, the chat system 130 needs to have informationabout the visitor. The visitor information can be collected in variousways. The information can be collected through the visitor's previousinteractions with the Web page, mobile application(s), or interactionwith any other system where the personalization engine can exist. Withthis visitor information, the chat server system can select chatpersonas to present to the visitor within the client system.

In step 301, the chat server system 130 retrieves a visitor identifierfrom the client device 110, which is connected to the chat system 130via the network 140. In a Web page 120, this visitor identifier may takethe form of a cookie (which identifies a visitor's previous visits tothe site) 114, but can be of many forms such as a site login identifier,IP address, identification based on visitor inputs including characterentry timing, word choice, and/or message structure. In step 302, thechat server system uses an identifiers/visitors table to map the visitoridentifier to a visitor record stored in the database 136. The visitorrecord in the database contains additional information about thevisitor. In step 303, the chat server system uses the additionalinformation to select a set of actions including a list of chat personasto present to the visitor within the client system. These chat personasare drawn from the chat persona database 231 in the personalizationengine 230, which may depend on which associates and/or bots areavailable for a chat session. These options are then displayed in step304, the display of the menu of indicated actions 116 may include customtext, formatting, pictures, etc. based on the customization from theprevious step 303.

FIG. 4. is an illustration of a particular embodiment of a menu ofindicated actions 116. In various embodiments, the menu of indicatedactions 116 will list a set of chat personas drawn from the personadatabase 231 from the personalization engine 230. The menu of indicatedactions 116 will be displayed with a short description, picture, orother form on the client device 110. In various embodiments, when theuser hovers over the menu of indicated actions 401, clicks on the menuof indicated actions 401, and/or otherwise interacts with the menu ofindicated actions 401, further details 402 are shown along with a buttonor other call to action to initiate a chat with an indicated persona.

FIGS. 5a-5d are illustrations of example embodiments of the menu ofindicated actions 116. FIG. 5a depicts an example a menu of indicatedactions 116 in the default state on the web page from the client device110; each entry of the menu may contain a picture or other shortdescription. A screenshot corresponding to the present embodiment can beseen in FIG. 6a . When activated by the visitor byclicking-on/hovering-over/other-interaction (e.g., eye-tracking, orverbal command) with an item in the menu of indicated actions 116, thiswill activate a description as shown in FIG. 5b . If the menu item is apersona, then there will be a persona description, as shown in FIG. 6b(as further illustrated in FIGS. 5d and 6d ). In the case of a generalcustomer service menu item, in various embodiments, a display similar toFIG. 6c will be shown as illustrated in FIG. 5d . The text included inthese embodiments is present to assist the visitor in revealing theirpersonal preferences and the type of assistance they seek to receiveduring the chat session. The specific text and formatting may becustomized by the personalization engine 230 in response to the usercookie 114.

Thus, what has been described is method and apparatus for personalizingan Internet chat experience including structure and/or functions wherebya chat request is initially received from a client. The received chatrequest in analyzed based on a plurality of predetermined chatcharacteristics. At least one chat persona is selected in accordancewith the analyzed plurality of predetermined chat associatecharacteristics. The at least one selected chat persona is provided tothe client. The client then provides an indication of a preferred chatpersona, and a chat session is then provided between the client and theindicated preferred chat persona, thus personalizing the chat experiencefor the client.

The present invention is disclosed herein in terms of preferredembodiments thereof, which provide apparatus and method forpersonalizing an Internet chat experience, as defined in the appendedclaims. Various changes, modifications, and alterations in the teachingsof the present invention may be contemplated by those skilled in the artwithout departing from the intended spirit and scope of the appendedclaims. It is intended that the present invention encompass such changesand modifications.

What is claimed is:
 1. A non-transitory computer-readable medium havingprogramming stored therein which, when executed, undertakes thefollowing steps for conducting an Internet chat session between anassociate device and a client device, comprising: enabling a chatbetween the associate device and the client device in accordance with atleast one chat persona; and instructing the associate device to displaya plurality of response recommendations wherein the plurality ofresponse recommendations is developed iteratively in response tomessages received from the client device, in accordance with the atleast one chat persona, and using machine learning of prior chat logs.2. The non-transitory computer-readable medium of claim 1, havingprogramming stored therein to control an instant messaging client on theassociate device.
 3. The non-transitory computer-readable medium ofclaim 1, having programming stored therein to implement apersonalization engine comprising at least two of: (i) layout of thepersona description, (ii) text of the persona description, (iii) salesand/or communications strategies employed by the persona, (iv) languageused during the chat, (v) recommendations made during the chat, and (vi)changes to the website, wherein the (iv) language includes at least twoof: (iva) choice of vocabulary, (ivb) sentence structure, (ivc) use ofparticular phrases, (ivd) type of framing used in sentences, (ive) orderof presentation of information, (ivf) information conveyed, and (ivg)questions used during the chat.
 4. The non-transitory computer-readablemedium of claim 3, having programming stored therein responsive to thepersonalization engine to provide an augmented dashboard display on theassociate device corresponding to a user of the client device.
 5. Thenon-transitory computer-readable medium of claim 3, wherein the at leastone chat persona comprises a computerized chatbot having a personality,skills, and point of view corresponding to a human persona and whereinthe computerized chatbot develops responses responsive to thepersonalization engine.
 6. The non-transitory computer-readable mediumof claim 3, further including programming responsive to thepersonalization engine for instructing the client device to display aplurality of chat personas.
 7. The non-transitory computer-readablemedium of claim 1, having programming stored therein to instruct theclient device to store at least one cookie in a database memory, whereinthe cookie is associated with an instruction to alter on a display ofthe client device a layout of a menu of a plurality of chat personas. 8.The non-transitory computer-readable medium of claim 1, havingprogramming stored therein to instruct the client device to display amenu of indicated actions, the menu having text corresponding to priorserver system traffic and behavior.
 9. The non-transitorycomputer-readable medium of claim 1, having programming stored thereinto cause the client device to store a visitor-identifier thatcorresponds to an anonymous visitor.
 10. The non-transitorycomputer-readable medium of claim 1, further including programming forreceiving from the client device a selection of a chat persona from aplurality of chat personas.
 11. A non-transitory computer-readablemedium having programming stored therein which, when executed,undertakes the following steps for conducting an Internet chat session,comprising: instructing a client device to display a plurality of chatpersonas; receiving a selection of a chat persona from the plurality ofchat personas and a chat request from the client device; enablingcommunication by instant messaging between an associate device and theclient device; and instructing the associate device to display aplurality of response recommendations wherein the plurality of responserecommendations is developed iteratively in response to messagesreceived from the client device, in accordance with the at least onechat persona, and using machine learning of prior chat logs.
 12. Amethod of undertaking an Internet chat session between an associatedevice and a client device, the method comprising the steps of: enablinga chat between the associate device and the client device in accordancewith at least one chat persona; and instructing the associate device todisplay a plurality of response recommendations wherein the plurality ofresponse recommendations is developed iteratively in response tomessages received from the client device, in accordance with the atleast one chat persona, and using machine learning of prior chat logs.13. The method of claim 12, further comprising for the step ofcontrolling an instant messaging client on the associate device.
 14. Themethod of claim 12, further comprising the step of implementing apersonalization engine comprising at least two of: (i) layout of thepersona description, (ii) text of the persona description, (iii) salesand/or communications strategies employed by the persona, (iv) languageused during the chat, (v) recommendations made during the chat, and (vi)changes to the website, wherein the (iv) language includes at least twoof: (iva) choice of vocabulary, (ivb) sentence structure, (ivc) use ofparticular phrases, (ivd) type of framing used in sentences, (ive) orderof presentation of information, (ivf) information conveyed, and (ivg)questions used during the chat,
 15. The method of claim 14, furthercomprising the step of providing an augmented dashboard display on theassociate device corresponding to a user of the client device responsiveto the personalization engine.
 16. The method of claim 15, wherein theat least one chat persona comprises a computerized chatbot having apersonality, skills, and point of view corresponding to a human personaand wherein the computerized chatbot develops responses responsive tothe personalization engine.
 17. The method of claim 16, furthercomprising the step of instructing the client device to display aplurality of chat personas responsive to the personalization engine. 18.The method of claim 17, further comprising for the step of instructingthe client device to store at least one cookie in a database memory,wherein the cookie is associated with an instruction to alter on adisplay of the client device a layout of a menu of a plurality of chatpersonas.
 19. The method of claim 18, further comprising for the step ofinstructing the client device to display a menu of indicated actions,the menu having text corresponding to prior server system traffic andbehavior.
 20. The method of claim 19, further comprising the step ofgenerating a visitor-identifier that corresponds to an anonymousvisitor.